Help Centre
Frequently Asked
Questions
Everything you need to know about our services, billing, switching, and support — answered by real people.
What is Comstel ICT and what do you do? +
Comstel ICT is an Australian-owned telecommunications and ICT company headquartered in North Sydney, NSW. Founded in 1992, we deliver business-grade communication and technology solutions to SMEs across Australia — including phone systems (VoIP, cloud PBX, Avaya, 3CX, Cisco), NBN, mobile plans, cybersecurity, managed IT, video conferencing, managed print, AI tools, POS systems, and video surveillance.
How long has Comstel been in business? +
Comstel has been operating since 1992 — over 30 years in Australian telecommunications. We’re proudly Australian-owned and operated, and many team members have been with us for over a decade.
Where is Comstel located? Do you service my area? +
Our headquarters is at Level 7, 161 Walker Street, North Sydney NSW 2060. We service businesses Australia-wide. Cloud phone systems, NBN, mobile, and managed IT are delivered remotely — no in-person installation required.
What size businesses does Comstel work with? +
All sizes — from sole traders through to multi-location enterprises. Our solutions are fully scalable and tailored to every business’s specific requirements.
What credentials and certifications does Comstel hold? +
- Avaya Platinum Partner — one of Australia’s highest-tier Avaya resellers
- Vodafone Business Centre North Sydney
- 3CX & iPECS Cloud Certified
- Cisco Partner
- iCode Compliant — Internet Industry Association
- Local Business Awards Finalist 2025
What services does Comstel offer? +
- Phone Systems — VoIP, cloud PBX (3CX, Avaya, Cisco, iPECS, BizTel), SIP trunking, landlines
- Mobile Plans — Vodafone Business Flex from $35/month
- Internet & NBN — business-grade NBN, Fixed Wireless, Fibre
- Cybersecurity — managed security, dark web monitoring, compliance
- Managed IT — proactive monitoring, helpdesk, infrastructure
- IT Hardware, Video Conferencing, Managed Print
- AI Communication — Bonnie AI phone and WhatsApp assistant
- POS Systems & Video Surveillance
Can Comstel handle everything — or do I need multiple providers? +
We are a genuine one-stop provider. Many clients consolidate their phone system, internet, mobile, IT support, and security under a single Comstel account — one bill, one contact, zero coordination headaches.
Do you offer free consultations before I commit? +
Yes, always. We start with a no-obligation discovery call, assess your current setup, and recommend the right solution — no pressure. Call 1300 070 747 or email [email protected].
Do you offer finance options for equipment? +
Yes — Comstel Finance Solutions lets you spread the cost of hardware and implementation over time. Contact our sales team to discuss eligibility and terms.
What internet plans does Comstel offer? +
- Business NBN — business-grade with priority support and SLAs
- Fixed Wireless NBN — $99/month, unlimited data, 75/25 Mbps, free installation
- Fibre — enterprise-grade for high-demand locations
Can I switch to Comstel if I already have internet? +
Yes — we manage the entire transfer and coordinate with your current provider. In most cases no downtime occurs. If NBN infrastructure is already in place, you may qualify for better speed or value through Comstel.
When does my data reset each month? +
Data resets automatically on the 1st of each month. On unlimited plans there is no cap. Unused data from capped plans does not roll over.
What’s the difference between VoIP, SIP, and a cloud phone system? +
VoIP routes calls over the internet. SIP is the protocol used — replacing traditional PSTN/ISDN lines. A cloud phone system (3CX, iPECS) hosts everything in the cloud so staff can work from anywhere via mobile app, laptop, or desk phone. Most SMEs benefit most from a cloud PBX with SIP lines.
Can my team work remotely with a Comstel phone system? +
Absolutely. All our cloud systems include iOS and Android apps plus a web client. Your team can make and receive business calls from anywhere with internet access.
How much does a business phone system cost? +
- 3CX licences start from FREE — no per-user charges
- SIP Phone Lines — PAYG and unlimited plans available
- BizTel Bundles — fixed monthly package for small businesses
Switching to VoIP can save businesses up to 80% on annual communication costs. We’ll provide a free comparison for your situation.
Do I need to replace all my existing phones? +
Not necessarily. We check hardware compatibility during our assessment. If replacements are needed, we supply pre-tested, pre-configured handsets ready to plug in from day one.
How do I switch my existing services to Comstel? +
- Step 1 — Free assessment of your current setup
- Step 2 — Clear proposal with no surprises
- Step 3 — We coordinate the transfer, including number porting
- Step 4 — Side-by-side deployment ensuring zero disruption
- Step 5 — Handover, training, and ongoing support
Can I keep my existing phone number? +
Yes. We handle number porting for landline, 1300, and most mobile numbers. Your business number stays the same.
What if I’m still in a contract with my current provider? +
We review your contract and show you an honest comparison — in many cases savings outweigh early termination fees. We’ll never pressure you to switch before you’re ready.
When will I receive my bill? +
Bills are sent via email in the first week of every month with 14-day payment terms. Contact [email protected] for billing queries.
Why does my first bill look higher than expected? +
Your first invoice includes pro-rated line rental — charged from activation date plus one month in advance. From your second bill, charges reflect your normal monthly amount.
How do I access my account online? +
Visit comstel.com.au → My Account. Your login is your account number. The portal gives you 24/7 access to account details, services, and usage data.
What payment methods do you accept? +
Direct bank transfer (EFT) and credit card. Finance options are also available for equipment purchases.
How do I get technical support? +
- Phone: 1300 070 747
- Email: [email protected]
- Portal: My Account at comstel.com.au
You’ll always speak to someone who knows your account — never an offshore call centre.
What is Comstel System Cover? +
Our maintenance plan providing priority technical support with guaranteed response times, no hidden parts or labour costs, and access to our national service network. Three tiers available to suit different budgets.
Do you offer after-hours or emergency support? +
Standard support is during business hours. After-hours and 24/7 coverage is available through a premium System Cover agreement. Contact us to discuss.
What cybersecurity services does Comstel offer? +
- Managed Security — proactive threat monitoring and incident response
- Dark Web Monitoring — alerts if your credentials appear on the dark web
- Compliance — assistance with Australian cybersecurity frameworks
- Managed IT — helpdesk, patch management, remote monitoring
What is dark web monitoring and does my business need it? +
It scans dark web marketplaces for your business email addresses, passwords, and credentials. If they appear following a breach, you’re alerted immediately. Recommended for any business handling client data, financial information, or sensitive communications.
What is the Bonnie AI assistant? +
Bonnie is an AI-powered telephone and WhatsApp assistant. Comstel integrates Bonnie to answer routine calls automatically, respond to WhatsApp enquiries 24/7, and free your team for higher-value work. Ideal for businesses with high volumes of repetitive enquiries.
Didn’t find your answer?
Our team is here to help. No robots, no queues — just real people.